Client Recovery & Major eDiscovery Project Management at Encore Legal

Client: Encore Legal

Industry: Legal Services / eDiscovery

Challenge

Due to past quality control issues, Encore Legal had lost the trust—and the business—of several major law firm clients, including some of the largest firms in the world. At the same time, the company was taking on massive new eDiscovery projects involving millions of documents and tight regulatory requirements, including Department of Justice (DOJ) productions. Success in both areas was critical for restoring reputation, driving revenue, and securing long-term viability.

Solution

I spearheaded a multi-pronged approach to both recover lost clients and deliver on high-stakes projects:

• Client Recovery Presentations: Personally developed and delivered detailed presentations to law firms explaining the new quality control systems, process improvements, and operational changes I had implemented. Focused on demonstrating measurable improvements and a commitment to proactive quality assurance.
• 100% Client Recovery Rate: Successfully won back every client I engaged, totaling approximately a half dozen major firms—including several of the largest law firms globally.
• Technical Leadership on Major Projects: Led the technical operations for two of the largest eDiscovery projects at the time, involving vast datasets and complex requirements.
• Software Automation: Developed custom tools and scripts to automate critical data processing tasks, ensuring proper tracking, validation, and compliance throughout the project lifecycle.
• DOJ Production Management: Managed the technical production for DOJ requirements on one of the major cases, ensuring all deliverables met stringent regulatory and technical specifications.

Results

• Recovered all targeted major clients, driving significant revenue growth and rebuilding company reputation.
• Successfully managed two of the largest eDiscovery cases to date without data loss or compliance issues.
• Reduced risk, improved quality, and increased operational efficiency through targeted software automation.
• Strengthened client trust through technical excellence, proactive communication, and flawless execution.

Client Testimonials

"Chris is one of those rare finds. He is at the same time technically adept, organized and creative with a great sense of customer service. People are surprised to learn he is a 'technical guy,' because he is so personable and easy to get along with. Chris' ability to create good processes and disseminate them throughout the company is invaluable. Our clients are as tough as they come, and his work on many projects has resulted in happy customers both external and internal. Chris is an invaluable asset to have on the team."
— Jason Turnage, Vice President of IT, Encore Legal

"Chris Bender has played a significant role in measuring our Company's overall quality performance and in implementing permanent solutions to complex issues. He pays attention to detail and displays a high standard of excellence."
— Greg Mazares, CEO, Encore Legal

Summary of Impact

Through a combination of technical leadership, client relationship management, and process innovation, I helped Encore Legal regain its standing with key clients and deliver on some of the largest and most complex projects in its history. These efforts contributed directly to the company’s financial turnaround and long-term stability, culminating in Encore’s eventual sale for $98 million—a major success for stakeholders and leadership alike.